Developing new services : incorporating the voice of the customer into strategic service development /
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| Author / Creator: | Fisher, Caroline M., 1947- |
|---|---|
| Imprint: | Milwaukee, Wis. : ASQ Quality Press, 2003. |
| Description: | xvi, 216 p. : ill. ; 24 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/5089616 |
Table of Contents:
- List of Figures and Tables
- Preface
- Chapter 1. Introduction
- Services
- Internal Services
- QFD for Services
- The Purpose of This Book
- Chapter 2. Voice of the Customer and Quality Function Deployment Overview
- Part I. Voice of the Customer
- Chapter 3. Understanding Consumer Choice Decisions
- Attributes and Consequences
- Compensatory Decision-Making Model
- The Doctor's Office
- Exercises
- Chapter 4. Voice of the Customer
- Interviews
- Focus Groups
- The Modified Kano Model
- Other Sources of Data
- Organizing the Customer Voice
- Finding and Adding Missing Consequences
- The Doctor's Office
- Exercise
- Chapter 5. The Importance of Importance
- Importance Ratings
- Basics of Measurement
- Alternative Importance Scales
- The Doctor's Office
- Exercise
- Chapter 6. Customer Competitive Analysis
- Competitive Ratings
- Competitive Comparison
- Verifying Your Data
- Placement in the Quality House
- The Doctor's Office
- Exercise
- Part II. Technical Requirements (QFD)
- Chapter 7. Technical Characteristics
- Generating the Technical Requirements
- Organizing the Technical Information
- Customer Design Matrix Log
- Developing the Quality House
- The Doctor's Office
- Exercises
- Chapter 8. The Critical Relationships
- Determination of Requirements
- Determination of Relationships between Consequences and Requirements
- Analyzing the Technical Matrix
- Development of Measures
- Setting Optimal Levels
- Technical Competitive Analysis
- The Doctor's Office
- Exercises
- Chapter 9. Technical Competitive Analysis
- Customer Competitive Assessment
- Technical Competitive Analysis
- Comparing the Competitive Analyses
- Marketing and Sales Analysis
- The Doctor's Office
- Exercises
- Chapter 10. Technical Correlations and Trade-offs
- Technical Correlations for the Roof of the Quality House
- The Doctor's Office
- Exercises
- Chapter 11. Other Items to Consider in the Quality House
- Customer Complaint Column
- Priority Column
- Direction of Improvement
- The Sales Improvement Column
- Relative Importance of Technical Requirements
- Customer Matrix
- The Doctor's Office
- Exercises
- Chapter 12. Matrices for Parts, Processes, and Supplier Needs
- Process Specifications
- Parts Parameters
- The Doctor's Office
- Exercises
- Part III. Strategic Applications
- Chapter 13. Using Your Results for Strategic Decisions
- Prioritizing Resource Allocations
- Value to the Customer
- Market Segmentation
- Brand Positioning
- The Doctor's Office
- Exercise
- Chapter 14. An Example: A Laundry and Dry Cleaning Service
- Voice of the Customer
- Importance and Competitive Analysis
- Technical Requirements
- Developing Service Processes
- Selecting Marketing Priorities and Strategies
- Chapter 15. Making the Business Case
- Cost Savings
- Cycle-Time Reduction
- Customer Satisfaction, Retention, and Loyalty
- Lifetime Value of a Customer
- Increased Sales
- Greater Profits
- Strategic Competitive Advantage
- Chapter 16. Conclusions
- Appendix A. Cause-and-Effect (Fishbone) Diagram
- Appendix B. Designed Experiments
- Appendix C. Tree Diagram
- Appendix D. Benchmarking
- Appendix E. Block Diagrams
- Appendix F. The Malcolm Baldrige National Quality Award Process
- Appendix G. ANSI/ISO/ASQ Q9001-2000 and ISO/TS 16949
- Appendix H. The Six Sigma Process
- Appendix I. Answers to Chapter Exercises
- Additional References
- Index
